Do you have a passion for the customer experience, delivering outcomes for customers, and driving value for some of the world's biggest brands? Do you enjoy working with high-quality professionals in sales, operations, product, engineering, design, and marketing? Do you possess the urgency and drive to serve customers and a Customer Success Team in a rapidly growing enterprise software space? is looking for a proven Director Customer Success Healthcare with these skills.

The Director Customer Success Healthcare is a vital link between our Healthcare Customers and the solutions we provide. They are expected to analyze our customers' business objectives and the industry standards or trends to recommend actions that best achieve those business objectives. This role will help drive business growth by clearly setting direction and expectations, establishing KPIs, and translating the results into outcomes.

Responsibilities:

• Leading large team or multiple teams (manages 10 people)

• Build and maintain strong, collaborative relationships with customer teams and leadership, as well as cross functional teams

• Leading and managing teams (managers and CSMs) in all aspects of customer success from initial onboarding, training, upsell, strategic growth, consultation, and renewal.

• Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organizations.

• Accountable for team(s) performance; managing & creating processes that will improve the org; works on several projects; accountable for quality of employee and customer experience

• Influences team(s) to achieve KPI goals

• Influences and negotiates process, metrics, and targets with internal and external teams

• Strategically builds team focus and attention on key enterprise goals and KPIs

• Develops, manages, and provides guidance and direction for multiple-large teams or teams with multiple mgmt layers

• Brings clarity, focus, and direction for the team; coach and mentor for the team; leads by example, completes tasks, driven to get the job done right, and ensures that team follows their lead

• Understands the "big picture" and effectively directs team(s) in the execution of components of the strategic vision; considers people, teams, due process, and norms/ethics while driving for results

• Strategic; able to generate vision around direction of the function; understands resources and limitations; steadfastly pushes self and others for results; develops effective leaders

• Creating new strategies & processes that motivate the team, deliver a quality CX, and move the company forward.

• Actively encouraging team and department innovation and problem solving

• Keep abreast of market trends, industry changes, and competitive factors that may impact channel partners.

• Collaborate effectively with leaders (sales, product, data science, and peers) to maximize the customer experience.

• Responsible for staff balancing within function; recommends training strategies

• Participates in short- and long-term workforce planning for function

• Defines success in terms of the whole team; drives engagement; develops effective leaders.

• Drive the team to maximize's short and long-term revenue targets.

Qualifications:

• 7-10 years of experience in team management and development, customer success, strategic account management, partner relations, or consulting role(s)

• Healthcare industry experience and domain expertise essential for success

• Experience with B2B sales, business development, renewals, and upsells is a plus.

• Complex problem-solving skills and an analytical mindset are a must.

• Detail-oriented, self-driven, and eager to provide a superior service experience.

• Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.

• Strategic "big picture" vision, consultative mindset, and professional communication skills required for enterprise clientele.

• Knowledgeable SaaS background that drives an "Experience Outcomes = Success" mantra and approach

• Ability to manage multiple projects and teams

• Ability to work well under pressure.

• Ability to find creative solutions to challenging problems.

• Desire to excel and grow within the organization.

• Bachelor's Degree required

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with.

• An equitable work environment.

Our employees say it best:

According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton.

Our employees highlight our:

• Ample Opportunities- "There are many opportunities to learn and grow. Many open roles are replaced with internal promotions."

• Positive Culture- "You will never have a better culture anywhere else. Period."

• Training and Tools- "All managers truly want you to succeed, and you are given great tools and training to be successful in your role."

• Balance- "Great work life balance and awesome team environment!"

Diversity Programs & Initiatives:

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, we believe in:

• Diversity: Embracing a culture that values uniqueness.

• Inclusion: Inviting diverse groups to take part in company life.

• Belonging: Helping each individual feel accepted for who they are.

"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO

• Paid company holidays

• 4 company provided, "Recharge Days", which are wellness days off for the entire company

• Several active Employee Resource Groups (ERG's) to help foster inclusion and community

• Employee Assistance Program

• Access to a wide variety of unique perks and apps:Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi

• Fetch Pet Insurance

• 401K

• Health, dental and vision insurance

• Paid maternity leave

• Employer paid short term and long term disability and life insurance

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Applicants only - No 3rd party agency candidates.